Consumer Alternative Dispute Resolution
An independent, fair and accessible way to resolve consumer complaints without going to court.
What is Consumer ADR?
Alternative Dispute Resolution (ADR) provides an independent way of resolving disputes between consumers and traders without the need for court proceedings.
ADR is intended to be quicker, less formal and more accessible than litigation. It enables disputes to be considered by an independent ADR Official who will assist the parties in seeking a fair resolution.
At ProMediate (UK) Limited, we provide independent Consumer ADR for participating traders in accordance with our published Scheme Rules.
Our Principles
Every complaint is handled in accordance with the following principles.
Independence
We act independently of both consumers and traders. Our role is to consider each complaint fairly and impartially.
Fairness
Both parties are given a reasonable opportunity to present their evidence and comment on the other party's case before any outcome is reached.
Transparency
Our procedures, timescales and Scheme Rules are published openly so that all parties understand how complaints are managed.
Accessibility
We aim to make our ADR service accessible to everyone. Reasonable adjustments will be made wherever appropriate to support consumers or traders with disabilities or additional needs.
Confidentiality
Information provided during the ADR process is handled confidentially, subject to our legal and regulatory obligations.
How does ADR work?
Our ADR process normally involves the following stages.
- 1
Complaint received.
- 2
Eligibility and jurisdiction checks.
- 3
Conflict of interest assessment.
- 4
Confirmation that the trader's internal complaints process has been completed.
- 5
Request for the trader's complaint file and evidence.
- 6
Exchange of evidence between the parties.
- 7
Consideration by an independent ADR Official.
- 8
Mediation, conciliation or neutral evaluation where appropriate.
- 9
Written outcome issued.
- 10
Complaint concluded.
ProMediate aims to conclude Consumer ADR disputes within 28 days of receiving the complete complaint file. Some disputes may require additional time because of their complexity or because further information is required. Where applicable, the parties will be informed of any extension required in accordance with the Consumer ADR regulatory framework.
Types of ADR We Use
Depending upon the nature of the dispute, ProMediate may use one or more of the following approaches.
Mediation
An independent mediator assists the parties in exploring whether a mutually acceptable settlement can be reached.
Conciliation
The ADR Official may actively assist the parties in identifying possible solutions and narrowing the issues in dispute.
Facilitated Negotiation
The ADR Official may assist communications between the parties with the aim of achieving an agreed resolution.
Neutral Evaluation
Where appropriate, the ADR Official may provide a non-binding evaluation of the issues in dispute and explain the strengths and weaknesses of each party's position.
Is ProMediate ADR legally binding?
The ProMediate Consumer ADR process is non-adjudicative. ProMediate does not impose a legally binding decision upon either party. Any independent assessment, observations or recommendations are intended to assist the parties in resolving the dispute and are not legally binding unless the parties subsequently enter into a binding agreement.
Where the parties reach an agreed settlement, that agreement may become binding upon acceptance by the parties.
Where a recommendation or neutral evaluation is provided, consumers remain free to accept or reject the proposed outcome.
Participation in ADR does not remove a consumer's statutory rights or prevent either party from seeking legal advice or pursuing court proceedings where appropriate.
Who Can Use Our ADR Service?
Our Consumer ADR Scheme is available only for disputes that fall within the scope of the relevant participating trader's Scheme Rules.
Before referring a complaint to ProMediate you should normally:
- Raise your complaint directly with the trader.
- Allow the trader a reasonable opportunity to investigate.
- Obtain the trader's Final Response (or allow the relevant response period to expire).
- Refer the complaint within the applicable time limit.
- Ensure the value of your claim does not exceed £10,000.
ProMediate’s Consumer ADR service is available for disputes with a value not exceeding £10,000. Where the value of a dispute exceeds £10,000, it falls outside the ProMediate Consumer ADR Scheme. The parties may instead consider ProMediate’s separate commercial mediation service. Commercial mediation is a separate process, subject to separate terms and fees, with the mediation cost ordinarily shared between the parties. Further eligibility requirements are set out within the relevant Scheme Rules.
Current Participating Traders
ProMediate currently operates Consumer ADR schemes for:
Additional participating traders will be added as our schemes expand.
Why Choose ADR?
ADR offers a number of advantages over court proceedings.
Common questions about Consumer ADR
Related Information
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Contact ProMediate
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Consumer ADR Terms and Conditions
Before asking ProMediate to deal with your complaint, please read our Consumer ADR Terms and Conditions. They explain the basis upon which we conduct the ADR process, including its voluntary and confidential nature, information sharing, data processing and retention, and the limited and proportionate use of technology and AI.
By asking ProMediate to proceed with your complaint after being provided with these Terms, you confirm that you have read them and agree to participate in the ADR process on that basis.
Alternatively, email enquiries@promediate.co.uk
Ready to begin?
If you have completed the trader's internal complaints procedure and believe your complaint falls within one of our ADR schemes, you can submit your complaint online.